Pestana Vila Lido Madeira Ocean Hotel

Fantastic

Our second holiday here this summer - me and my elderly mother. Perfect location for us with a lovely room. Breakfast was always delicious, the hotel very clean and all staff wonderful. Special thanks to José on reception who showed us some suites as we will be booking again for June 2026 and bringing my sister.

This hotel advertises itself as five-star luxury, but our experience was shocking and deeply disappointing. Just four hours after check-in, we discovered a clear ant infestation in our suite. Dozens of tiny ants were seen moving rapidly across multiple areas – including floors and walls – and they became more active during the night. The nature of the infestation suggested a suspected Pharaoh ant colony, which are notoriously difficult to eradicate and often indicate a broader structural problem. We consulted multiple AI-based pest identification systems, and all confirmed the appearance and behavior were consistent with Pharaoh ants. However, the hotel denied that these were Pharaoh ants. Pharaoh ants are known for their high risk of spreading via travelers’ belongings, making this infestation especially concerning. Travelers should be warned about the potential for these pests to hitchhike in luggage and personal items, risking further spread to new locations. The hotel’s response was completely inadequate. At 9 PM, there was only one staff member available, who simply handed us an insect spray can – and expected us to handle the infestation ourselves. No one came to inspect the room that evening. The hotel promised to contact us within a week and had the opportunity to investigate the issue together with us, but they never reached out or followed up. The issue was downplayed, our concerns dismissed, and no serious action was taken. The hotel offered only a 50% refund for the first night – despite the unsanitary and unacceptable conditions. We immediately changed to a different hotel after the first night, unwilling to risk further exposure. After leaving, we had to treat all our luggage and clothes extensively (including using high heat) to prevent the risk of carrying ants back home. No guest should have to worry about pest contamination or decontaminating their belongings after staying at a so-called five-star hotel. Don’t be fooled by the hotel’s pretty words and promises — they simply don’t deliver. This hotel completely failed in hygiene, transparency, and responsibility. If you value basic cleanliness, competent service, or any level of professionalism, avoid Pestana Vila Lido.